In this role, you’ll be responsible for working with PCMI clients and internal teams to build strong and lasting customer relationships. The primary focus of the position will be the identification of opportunities to generate revenue growth through the expansion of the customer’s footprint with PCMI and successfully guide customers through the contract renewal process. In addition, you will be responsible for and drive product adoption and satisfaction. This includes having conversations with Presidents and C-level executives about budget expectations and processes for evaluating and pricing new product or service requests.
The ideal candidate must be a leader, excelling in communication (both oral and written), ownership, and customer focus. They must be able to understand and translate client business needs into product and operational requirements and provide in-depth analysis and regular reporting to their customers.
WHAT YOU’LL DO:
- Manage a collection of 3-15 accounts (depending on size).
- Establish and build strong customer relationships at multiple levels in your customer’s organization to drive revenue growth, retention, customer satisfaction, loyalty, and trust.
- Maintain current and accurate information on account status and sales activity using Salesforce/HubSpot CRMs.
- Accurately forecast new bookings.
- Manage customer expectations and deliver on them.
- Ensure a smooth transition of your customer from the implementation team to the customer success team.
- Proactively monitor your customer’s use of the PCMI platform and their transactions in the context of their business objectives. Perform and share analysis to identify opportunities to improve value for the customer through expanded product adoption or additional use cases.
- Respond to high level technical questions, and requests for new features or projects.
- Negotiate contract renewals and pricing / scope for custom project work.
- Work individually and in collaboration with the PCMI team to resolve sources of customer dissatisfaction.
- Surface customer needs or product suggestions successfully communicate them to the development team.
- Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, WebEx, and in person.
- Must be willing to travel between 10-35% of the time per month.
YOUR EXPERIENCE:
- Bachelor’s degree or equivalent
- 3+ years of experience in a customer experience management, account management, marketing, or sales role at a software company
- F&I Admin, Service Contracts or Extended Warranty experience or InsurTec generally a plus
- Strong aptitude for technical software products
- Knowledge of best practices in customer service and retention
- Interest and ability to understand your customer’s business strategy and how the PCMI product suite helps them to achieve their objectives.
WHO YOU ARE:
- Exceptional overall communication skills
- Excellent problem-solving skills
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a dead-line driven environment
- Active team player, self-starter, and multitasker who can adjust priorities
- Relentlessly focused on your customers
- Results oriented
- Thrives operating in a fast-paced environment with a sense of urgency
- Demonstrates a positive, winning attitude
- Works collaboratively with fellow team members
- Lives and works honestly and with integrity
WHO WE ARE:
We’re an international software development company with a fast-paced environment. Our 3 teams located in the US, Poland, and Thailand work around the clock dedicated to constantly improving our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for both the automotive and consumer goods industries.
Our Park Ridge office is a tight-knit group of individuals who pride ourselves on treating each other like family.
PCMI’s employee benefits and perks are built around keeping you happy and healthy. We are committed to offering comprehensive packages that cover a spectrum of personal and professional needs to help our employees maintain a healthy work/life balance.
BENEFITS:
· Health and Dental Insurance
· Vision Insurance
· Short-Term Disability Insurance
· Long-Term Disability Insurance
· Life Insurance
· Flexible Spending Account (FSA)
· 401k with company matching
· Paid time off
· 10 paid holidays
· Parental Leave
· Annual Salary Review
PERKS:
· Lunch & Learns
· Professional Development
· Monthly Foodie Days
· Daily Fruit & Healthy Snacks
· Frequent Outings and Celebrations
· Fun Office Contests
· Casual Attire
· And more!
This is a hybrid position located in our Park Ridge, IL office, within walking distance from the Blue Line and right off I-90/I-294.